DISCUSSION AND RECOMMENDATIONS ON HOW TO COMMUNICATE MORE EFFECTIVELY WITH FOREIGN COLLEAGUES IN FOREIGN ORGANIZATIONS

TABLE OF CONTENTS
TABLE OF CONTENTS...................................................................................................i
LIST OF FIGURES............................................................................................................i
LIST OF TABLES..............................................................................................................i
CHAPTER 1: INTRODUCTION......................................................................................1
1.1. Rationale of the study.................................................................................................1
1.2. Objectives of the study...............................................................................................2
1.3. Scope of the study.......................................................................................................3
1.4. Methodology of the study...........................................................................................3
1.5. Structure of the study..................................................................................................4
CHAPTER 2: THEORETICAL BACKGROUND...........................................................6
2.1. The communication process ......................................................................................6
2.2. Communication types.................................................................................................9
2.2.1. Verbal communication......................................................................................9
2.2.2. Non-verbal communication...............................................................................9
2.3. Communication forms..............................................................................................15
2.3.1. Written communication...................................................................................15
2.3.2. Oral communication........................................................................................16
2.3.3. Visual communication.....................................................................................16
2.4. Communication styles..............................................................................................17
2.4.1. Aggressive communication.............................................................................17
2.4.2. Passive communication...................................................................................17
2.4.3. Passive-aggressive communication.................................................................19
2.4.4. Assertive communication................................................................................19
2.5. Principles of effective communication.....................................................................19
2.6. Benefits of effective communication.......................................................................22
2.7. Consequences of poor communication....................................................................23


As we can see from the story above, consequence resulted in poor communication is
that nobody is responsible for the work and everybody is to blame on each other. .....25

2.8. Barriers to effective communication with foreign colleagues.................................25
2.8.1. Cultural differences ........................................................................................25
2.8.2. English language performance........................................................................27
CHAPTER 3: METHODOLOGY AND ANALYSIS....................................................31
3.1. Methodology.............................................................................................................31
3.1.1. Study design ...................................................................................................31
3.1.2. Research Instrument........................................................................................32
3.1.3. Participants’ characteristics ............................................................................32
3.1.4. Brief on the survey questions..........................................................................33
3.1.5. Data processing................................................................................................35
3.2. Findings.....................................................................................................................35
3.2.1. Response rate...................................................................................................35
3.2.2. How Vietnamese staff communicate with their foreign colleagues...............41
CHAPTER 4: DISCUSSION AND RECOMMENDATIONS ON HOW TO
COMMUNICATE MORE EFFECTIVELY WITH FOREIGN COLLEAGUES IN
FOREIGN ORGANIZATIONS AND COMPANIES ...................................................54
4.1. Phase 2: Sender encodes idea...................................................................................54
4.2. Phase 3: Sender transmits message..........................................................................60
4.3. Phase 4: Receiver gets message...............................................................................61
4.4. Phase 5: Receiver decodes message.........................................................................64
4.5. Phase 6: Receiver sends feedback............................................................................65
CHAPTER 5: CONCLUSION........................................................................................70
5.1. Conclusion................................................................................................................70
5.2. Limitations of the study............................................................................................71
5.3. Suggestions for further study....................................................................................71
REFERENCES...................................................................................................................I
APPENDIXES..................................................................................................................V
Appendix 1: Research Questionnaire...............................................................................V
QUESTIONNAIRE..........................................................................................................V

Appendix 2: Raw data for Questionnaire collected on 17 May 2008..............................X


LIST OF FIGURES

Figure 2. 1. Communication process2 ....................................................5
Figure 3. 1. Respondents’ sex distribution............................................25
Figure 3. 2. Level ranked by the respondents ......................................27
Figure 3. 3. Response rate by frequency of communication...........….29
Figure 3. 4. Factors considered before starting a conversation............30
Figure 3. 5. Ways of confirmation........................................................33
Figure 3.6 Ways to draw attention........................................................34
Figure 3. 7. Ways to ensure understanding...........................................36
Figure 3. 8. Ways to receive feedback..................................................37
Figure 4. 1. The communication process6............................................40
Figure 4. 2. The communication process7............................................43
Figure 4. 3. The communication process8............................................44
Figure 4. 4. The communication process9............................................46
Figure 4. 5. The communication process10..........................................47

LIST OF TABLES

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Table 3. 1. Occupation of surveyed staff..............................................26
Table 3. 2. Type of organization or company.......................................26
................................................................................................................28
Table 3. 4. Channel and medium...........................................................31

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CHAPTER 1: INTRODUCTION

1.1. Rationale of the study
Communication is the essential need of human. It has incessantly
improved and developed during our whole life. Communication helps
us to acquire and increase knowledge from the outside world and
strengthen relations between people, especially those from different
cultures and countries. In workplace, many organizations are losing
valuable business opportunities because they have failed to recognize
the fundamental importance of effective communication. It is
communication breakdown that is at the root of conflicts or
misunderstanding among colleagues. Staff’ success also depends not
only on professionalism and diligence but their individual relationships
and communication skills as well.
In Vietnam nowadays, the country is integrating into the global
village. More and more foreign companies and organizations have
been sprung up like mushroom. Therefore, communication skills with
foreign counterparts play an important role in enhancing the efficiency
and effectiveness of their work. Vietnamese staff’s ability to
communicate with foreigners has become a subject of discussion;
however, few studies on it have been carried out. That is the reason

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why I chose the topic for this thesis as “How to communicate

effectively with foreign colleagues in foreign organizations and
companies.”
1.2. Objectives of the study
The study aims to:
• Provide an overall idea about communication
• Investigate how Vietnamese staff communicate with their foreign
counterparts
• Find out how to communicate more effectively with foreign
colleagues
Research questions of the study include the followings:
• What is communication process?
• What are communication types?
• What are communication forms?
• What are communication styles?
• What are principles of effective communication?
• What are benefits of effective communication?
• What are consequences of poor communication?
• What are barriers to effective communication with foreign
colleagues?

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• How do Vietnamese staff communicate with their foreign
colleagues at workplace?
• What are the best ways to communicate with foreign colleagues
in foreign organizations and companies?
1.3. Scope of the study
I carried out a small-scaled survey with 77 respondents. This
survey focused on investigating the oral/spoken communication

performance of Vietnamese staff with their foreign colleagues in
foreign organizations and companies in Hanoi only due to time
limitation. Such factors as social status and gender were included in
the questionnaires. Basing on the findings drawn from 77 informants,
the writer made some tentative conclusions about what are the best
ways to communicate with foreign colleagues.
1.4. Methodology of the study
This thesis was written based on both primary and secondary
data. A wide range of materials regarding communication and relating
researches were studied such as the published books and web
documents. The research methods I used were descriptive and
quantitative ones. A survey on how Vietnamese staff communicate
with their foreign colleagues was conducted in some foreign
organizations, other limited and private companies, International

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Agency and Institution of Environmental Technology. A survey
questionnaire was carried out to collect data. Description, analysis, and
statistics were used in processing and interpreting data. Details of
studying methods will be further presented in chapter III.
1.5. Structure of the study
The study consists of 5 chapters:
 Chapter 1: Introduction - provides an introduction of rationale,
objectives, scope, methodology and structure of the study.
 Chapter 2: Theoretical background - presents an overview of
studies on communication. In this notion of communication, the
process of communication and communication types, forms and
styles

are

presented.

communication,
consequences

benefits
of

poor

Besides,
of

principles
effective

communication

of

effective

communication,
and

barriers

to

communication are also included in this chapter.
 Chapter 3: Methodology and analysis - is concerned with a
description of studying methods and the results as well as the
analyses of the survey.
 Chapter 4: Discussions and some recommendations on how to
communicate effectively with foreign counterparts in foreign
organizations and companies – looks at the discussion about

4


the survey and puts forward some tips to have a better
communication with colleagues from other countries.
 Chapter 5: Conclusion – discusses conclusion and limitations of
the study as well as suggests some directions for further study.

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CHAPTER 2: THEORETICAL BACKGROUND

Communication is very important in all areas of life. It is “the
process of transferring information from a sender to a receiver with the
use of a medium in which the communicated information is
understood by both sender and receiver.” (“Communication”
Wikipedia). In order to have a deep and overview on communication,
we first look at its process, types, forms, and styles. At the end of this
chapter, we will focus on the principles and benefits of effective

communication, consequences of poor communication, and analyze
the barriers to effective communication with foreign colleagues.
2.1. The communication process

“You
communicate.

can’t

not

Everything

you say or do or don’t say
and

don’t

do

sends

a

message to others.” (John
Woods)1.
1

Source: />
6

It is quite obvious that communication takes place at any time in
any form. Whether we say something or keep silent or whatever we
do, there is communication with other people. According to the
textbook “Business Communication Essentials”, communication is a
dynamic and two-way process of coding and decoding messages
(Bovée, Thill, and Schatzman 4). Specifically, the process can be
divided into six phases (Figure 2.1):
Figure 2. 1. Communication process2
Phase 6: Receiver
sends feedback

Phase 1: Sender
has an idea

Phase 2: Sender
encodes idea

Phase 3: Sender
transmits
message

2

CHANNE
L
AND
MEDIUM

Phase 5: Receiver
decodes message

Phase 4: Receiver
gets message

Source: Bovée, Thill, and Schatzman 4

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Phase 1 is when the sender has an idea. We form an idea in our mind
and you have an intention to communicate it with other persons. We
want to share it. Phase 2 is when the sender encodes the idea. Now the
idea is translated into the symbols of language and thus into a
message. In phase 3, the sender transmits message. The message is
sent via a channel such as verbal or nonverbal, spoken or written.
Besides, you also select a medium to send the message such as
telephone, letter, face-to-face exchange, etc.
The receiver gets the message in
phase 4. After that, the receiver
decodes the message. In this
phase, the receiver converts the
transmitted

message

into

an

abstract idea in his mind. The codes of the sender and the receiver
must have at least a certain set of symbols in common so that the
receiver can send feedback in the final phase. Feedback is the
receiver’s reply or response to the message. The communication
process can be one way or two ways. In one-way communication,
there is no feedback whereas two-way communication always includes
feedback. Feedback lets the sender know if the communication is
successful or not.

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2.2. Communication types
There are two types of communication: verbal and non-verbal.
Both types play an important role in communicating.
2.2.1. Verbal communication
“Verbal communication is using words in
writing or speaking.” (Communication 1). It
requires the use of words, vocabulary and
numbers organized in a sentence. The goal of
communication is to have people understand
what we are saying. Therefore, if we want our
message to be understood, we must take into careful consideration of
the words we use. Some people may say that using long and difficult
words will leave an impression on their listeners. This might be true.
Nevertheless, not everyone can understand
such fine words or ornate sentences. The
more simply and shortly we express our
ideas, the more clearly they are, hence the

listeners can get our points without any
difficulties.
2.2.2. Non-verbal communication

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Non-verbal communication refers to the messages we give and
receive through body language, vocal characteristics, personal
appearance, touching behavior, use of time and space (Bovée, Thill,
and Schatzman 31). “If the eyes are the windows of the soul, then the
body is the mirror of our feelings” (Redhead 2). It is useful to be able
to read people’s body language. Body language includes body
movement and gestures, facial expressions, eye contact and postures. It
should be noted that in different cultures, body language can have
different meanings. Therefore, we should know about that to have
better communication with people from other countries and cultures.
Following are some examples of body language with the most
common meaning.
First of all, body movement is one of the tools that can tell us
how the people are feeling. During the conversation, we can move
toward or backward, stand upright, which may reflect the confidence.
Besides, gestures are also of great importance. Head gestures are used
with different meanings. For example, “yes” is shown by nodding the
head up and down, and “no” is conveyed by shaking the head side to
side. Scratching the head indicates that the person is confused and
pauses in doubt. People also take advantage of using hands. Waving
hands can be either “hello” or “goodbye.” Holding the index and the

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mid finger upright stands for “victory.” In short, the movements of our
bodies can express what we want to say instead of speaking out.
A second crucial part of body language is facial expressions,
which include a lot of signs. Smiling can often cover different
emotions such as happiness, sadness, confusion or apologies. We also
smile our approval to agree with someone. A smile, however, can
disguise true feelings. When we are confused or do not know what to
say, we often laugh off or laugh half-heartedly. A sardonic or bitter
smile indicates that the person is miserable or disappointed. Another
facial expression is the grimace, which conveys pain and disgust.
Winking with one eye is a sign of kidding or sharing a secret with the
others. Rolling the eyes may show amazement or even suspicion. As
we have seen, our faces mainly focus on expressing emotions and
attitudes.
Thirdly, maintaining eye contact when speaking with others
helps communication. Direct eye contact shows attentiveness and
listening. If people lose eye contact, it means they ignore the speaker
and want to change the topic or stop the conversation. Nevertheless,
staring at someone is seen negative as it makes him/her embarrassed,
confused or annoyed. Whereas, staring at something may express
surprise and curiosity. These examples demonstrate eye contact shows
attention and influence.

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Last but not least of body language use is the posture. The way
we stand or sit gives information about how we are feeling. When

people stand up or sit up straight, it can be understood that they feel
confident or comfortable. Moreover, the posture is shown through
hands and arms. Outward and upward hands movements reveal an
open and positive message. Open arms can indicate a good way to
show that the person is approachable and friendly. Folded arms may
mean the rejection or the disagreement. Hands in pocket can show
either familiarity/informality or the disrespect depending on different
circumstances. What is more, “slouching, leaning forward, fidgeting,
and walking briskly are all conscious signals that reveal whether you
feel confident or nervous, friendly or hostile, assertive or passive,
powerful or powerless” (Bovée, Thill, and Schatzman 31).
The second factor of non-verbal communication is vocal
characteristics. This is expressed through tone of voice. The tone of
voice used can tell us a lot about another person because it carries both
intentional and unintentional messages. There are various tones of
voice that express the feelings and emotions of people. The voice can
sound regular, mad, happy, excited, scared, sad, worried, and so on,
which depends on the state of mind. Especially when we talk on the
phone, it is more crucial to watch the tone in our voice. A listener

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cannot see our face or body language so the tone of voice becomes a
determinant factor of effective communication. Not only the tone and
volume but also the speaking pace helps to know much about the
people and their emotions underlying their words.
Thirdly, physical appearance is also
one of the most important factors of nonverbal

communication.

Communicating

values and expectations can be defined
through clothing and other dimensions of
physical appearance. Normally, people form
opinions through what they see in a person
physically and then respond to that person accordingly. In turn, people
tend to fulfill the others’ perceptions of themselves. To be more exact,
if we think, for example, someone is capable and attractive, he/she will
feel good about himself/herself, which affects our behavior as well as
his/her opinion about us. Therefore, we can make a good impression
by paying attention to grooming, clothing, accessories, and style that
form our appearance.
Fourthly, “touch is an important vehicle for conveying warmth,
comfort, and reassurance.” (Bovée, Thill, and Schatzman 32). It can
also be an expression of dominance when a higher-status person

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touches a lower-status one. The use of touch in communicating can be
a handshake, a pat on the back, an arm around the shoulder, a hug, and
so on (Protti 25). Touching behavior varies from different gender, age,
relative status, cultural background, and circumstances. Accordingly,
we must be careful with this sensitive factor in order to avoid giving
unexpected things or messages. Who may touch whom and how will
affect the effectiveness of communication.
Finally, personal space and use of

time should be paid due attention to.
“Your personal space is like an invisible
bubble that surrounds you.” (“Your
personal space” Worsleyschool). Like
body language, physical space also
differs from different cultures and
circumstances. Generally speaking, however, the distance is often
large between strangers. We get closer to someone that we know fairly
well. The distance between a man and a woman who are strangers to
each other may be larger than that of the ones who have a relationship.
In addition, the use of time can define the status when some people
want to show their importance by making others wait. Meanwhile,
others show their respect by being on time. Communicating status is

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also expressed by allowing some people to go ahead of others.
Punctuality also depends on different cultures.
In summary, “actions speak louder than words.” People often
express ideas, emotions, and attitudes more nonverbally than verbally
through all the cues, spatial relationships, and attitudes toward time.
That is the reason why the “silent language” is so crucial in
communication in general and communication with foreigners in
particular.
2.3. Communication forms
2.3.1. Written communication
Research has shown that 9% of communication is happening in
writing. The most common written media are emails and memos.
Recently, communication through social network sites (such as

Facebook, MySpace, etc) has been on the rise. One of the biggest
advantages of written communication is that both the sender and the
receiver have time to think about what is written. Furthermore, it lets
us plan and control the message. Though a written channel increases
the sender’s control, it eliminates the possibility of immediate
feedback. Feedback is delayed and misunderstandings about the
message may occur in the communication process.

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2.3.2. Oral communication
“Oral communication is the spoken interaction between two or
more people.” (Perl, Murray, and Lutrick 1). It is appropriate for direct
and personal contacts but not very useful for conveying complex and
technical information since it needs to be demonstrated with visual
aids. Its big advantage is that it provides immediate feedback.
Misunderstandings can be dealt with immediately and the possibility
of conflict and misunderstanding is lessened. In general, oral
communication is used when our purpose is to interact directly with
the audience. Oral communication includes face-to-face, telephone,
voice mail, and so on.
2.3.3. Visual communication
Visual communication means communication with visual aids.
“It is the conveyance of ideas and information in forms that can be
read or looked upon.” (“Visual communication” Wikipedia). Its
various forms range from posters, pictures, photos, diagrams, films,
etc. Although visual communication is useful for long speech with
complex and technical information, it might distract the audience from
what is being said. In a word, visual communication will be more

effective if it is combined with written and oral communication.

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2.4. Communication styles
There are various styles of communication. Thus, it is crucial to
know different communication styles so that we can understand others
in order to avoid misunderstandings. Once we are aware of such
differences, we will likely be able to effectively communicate and
interact with our colleagues and successfully collaborate in the work
place. Otherwise, miscommunication will bring companies and
organizations lots of disadvantages.
Researches have shown that there are four common styles of
communication: aggressive, passive, passive-aggressive, and assertive
communication.
2.4.1. Aggressive communication
This style refers to those who are characterized as frank and
forceful. They tend to exaggerate their messages through words and
behaviors. They may shout, stare, or have frightening words to
listeners. They often stand closely to others during conversations.
Additionally, they speak in an ironically voice. All of these make their
listeners feel defensive and humiliated. They can get what they want
for the first time, but after that they most likely will feel isolated
because the others will develop ways of limiting interaction with them.
2.4.2. Passive communication

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When people communicate in a passive way, they often fail to
make listeners know what they think or how they feel. They often
allow others to choose and make decisions for them. Although the
pleasant atmosphere is kept in their relationships, it is hard for them,
however, to have their say and achieve their goals. In the long run, this
style of communication will harm them and be visible through
stressful symptoms such as feeling anxious, ignored, and helpless.
Moreover, others around them, either at work or in family situations
will tend not to respect their opinions and characterize the person as
being weak.

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2.4.3. Passive-aggressive communication
People of this style have to think of reasons to persuade others
that what they are saying is very important and precise. Actually, they
want to ventilate and speak out their ideas but they are hesitating to do
so. They find it comfortable to hide behind others’ opinions in order to
express their viewpoints. This may cause misunderstandings for their
listeners and then they may get angry easily. Sooner or later, others
will lose trust in them and according they will lose their confidence.
2.4.4. Assertive communication
Assertive communicators know how to harmonize their words
and behavior. They are very direct and honest. Listeners clearly
understand what they say and know how they feel. They allow others
and themselves to express ideas. This communication style helps
people to be comfortable after expressing ideas, showing their feelings
and have attention of others. Gradually, they will feel confident in
communication and be respected by others.

2.5. Principles of effective communication
Although

cultures

and

communication

styles

vary,

communication can be effective if we follow its principles. Followings
are five basic principles of effective communication.

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The first principle of effective communication is to “really
connect with your audience.” (“Principles of effective communication”
Sideroad). In a communication process, there must be two subjects:
sender and receiver. If there is no connection between the sender and
the receiver, there is no communication. It is often considered that
sending information is the act of communication. Actually,
communication is a two-way process. Therefore, we have to pay
attention to our audience and let him/her express his/her views. “You
need to plan your message, and the medium for the message, to trigger
the emotional and cognitive responses that will ensure you to engage
your audience.” (“Principles of effective communication” Sideroad).

Effective communication means ideas are exchanging freely.
The second principle of effective
communication

is

to

listen

and

understand first. The most frustrating
thing about communication is when
the person whom we are talking to is
not listening to us. Consequently, a lot
of misunderstandings and misinterpretation occur. It should be noted
that effective communication is about the result we get, which is
perhaps the most important thing in communication. The person we
are talking to should totally get our point and we also understand his

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